Manager, Admin Support

at  D2L

D2L is a cloud company that is modernizing education and building the Future of Work. The old models of teaching and learning are in the midst of the largest transformation in history, and D2L is at the heart of that fundamental shift.
New models of teaching and learning enable a personalized, student-centric experience – and deliver improved retention, engagement, satisfaction, and results for learners of all ages – in schools, campuses, and companies.
D2L is disrupting the way the world learns, by providing the next generation learning environment and solutions to engage and inspire learners. And most importantly, by giving customers a platform that is easy, flexible, and smart. No other company provides a solution as robust and innovative as D2L.
D2L has had a singular mission for 25 years and is dedicated to that same mission in the years ahead: to transform the way the world learns – and by doing so, we will help improve human potential globally.
A member of our Talent Acquisition team reviews ALL of our applications - yes a real person reviews resumes! They are excited to read more about what amazing things you could add to D2L.

JOB SUMMARY:

The Manager, Admin Support role is a customer service and technical management position. You will interact with D2L employees and customers, manage escalated issues to the point of resolution. The primary focus is to understand customer interactions and how they contribute to customer satisfaction or dissatisfaction. This knowledge will be used to identify the major contributors to customer support experience and drive a continuous improvement program.
The Manager, Admin Support role can have up to 10 direct reports, ranging from Product Support Analysts to Senior Technical Support Analysts

SKILLS:

• 1+ years supervisory experience acting as Team Lead or Supervisor
• 5+ years of experience supporting web-based applications in a customer service or help-desk environment
• Proven experience in customer service, preferably in a cloud-based Learning Management System environment
• Strong communication skills, both verbal and written, with the ability to interact effectively with customers, colleagues, and other stakeholders.
• Excellent organizational skills and attention to detail to ensure accurate documentation and timely follow-up.
• Ability to multitask and prioritize tasks in a fast-paced environment.
• Problem-solving and decision-making abilities, with a customer-centric approach.
• Proficiency in MS Office applications (Word, Excel, Outlook).

SUGGESTED QUALIFICATIONS/EXPERIENCE:

• Diploma or Bachelor’s degree in Computer Science or equivalent in relevant field
• LMS experience – user, administration, and/or support is considered an asset
• Experience with Salesforce or any other ticketing system is an asset
• 1+ year of relevant work experience in a similar role. Experience working in a leadership role in a Helpdesk environment is considered an asset
  Don’t meet every single requirement? We strongly encourage you to still apply! At D2L, we are committed to creating a diverse and inclusive environment. We encourage your application even if you don’t believe you meet every single qualification outlined, because we love to help our people grow and develop!

You have a strong technical knowledge of web-based support and can effectively enable team members to support clients across all segments. You can proactively and reactively identify and solve a diverse scope of complex challenges. You have successfully demonstrated the ability to drive key initiatives in order to achieve specific KPI goals, both for specific operational components of the business and for an overall support program.

• 1+ years acting as Team Lead of a support program, with a proven track record of achieving established KPIs OR 5+ years of experience supporting web-based applications in a customer service or help-desk environment
• Practical project managements skills to manage initiatives from beginning to end
• Proficient knowledge of Microsoft Office products for the purposes of completing various initiatives
• Knowledge of current web-based technologies, infrastructure, and concepts
• Strong Customer service, communication, collaboration and analytical skills are required in order to determine client needs, understand and relay information, build positive rapport, confidence and trust and participate as an effective team member
• Attention to detail, organizational and time management skills are essential in order to accurately assess complex situations, drive solutions, and balance conflicting priorities in a fast-paced environment
• Conflict resolution and problem-solving skills are required to effectively deal with customers in crisis
• Leverages effective communication skills to accurately and concisely deliver information, provide feedback, and garner support for their initiatives
• Strong understanding of troubleshooting methodology
• Experience leading, coaching or mentoring a technical team is an asset
• Experience or familiarity with Brightspace or other LMS is an asset
• Experience working with a ticketing systems (ie Salesforce) is an asset
• Ability to be on-call in after-hours situation

Competencies:

You have a strong technical knowledge of web-based support and can effectively enable team members to support clients across all segments. You can proactively and reactively identify and solve a diverse scope of complex challenges. You have successfully demonstrated the ability to drive key initiatives in order to achieve specific KPI goals, both for specific operational components of the business and for an overall support program.

• 1+ years acting as Team Lead of a support program, with a proven track record of achieving established KPIs OR 5+ years of experience supporting web-based applications in a customer service or help-desk environment
• Practical project managements skills to manage initiatives from beginning to end
• Proficient knowledge of Microsoft Office products for the purposes of completing various initiatives
• Knowledge of current web-based technologies, infrastructure, and concepts
• Strong Customer service, communication, collaboration and analytical skills are required in order to determine client needs, understand and relay information, build positive rapport, confidence and trust and participate as an effective team member
• Attention to detail, organizational and time management skills are essential in order to accurately assess complex situations, drive solutions, and balance conflicting priorities in a fast-paced environment
• Conflict resolution and problem-solving skills are required to effectively deal with customers in crisis
• Leverages effective communication skills to accurately and concisely deliver information, provide feedback, and garner support for their initiatives
• Strong understanding of troubleshooting methodology
• Experience leading, coaching or mentoring a technical team is an asset
• Experience or familiarity with Brightspace or other LMS is an asset
• Experience working with a ticketing systems (ie Salesforce) is an asset
• Ability to be on-call in after-hours situations